The Good Librarian: Why account management matters to the professional services sector, now more than ever2018
A well-managed account should generate more fees because the firm will have built up stronger, broader relationships with the people who count, will have been able to leverage knowledge of the organisation to anticipate upcoming needs, and will have become better positioned to sell a wide range of services to meet those needs. But since the start of this year, we’ve heard from several firms where that’s not the case. If anything, fees from their key accounts are growing less quickly than those from other clients, despite the time and effort that’s been invested.
The purpose of this short paper is to explore why that matters, what’s driving it, and what professional services firms should do about it.